Criterion 9 – Monitor your service
Continuous monitoring and measurement of services will ensure they operate smoothly, remain secure and cater for users’ evolving needs.
Your responsibilities
To successfully meet this criterion, agencies will need to:
- establish a baseline for the service
- identify the right performance indicators
- measure, report and improve according to strategies.
When to apply
Apply Criterion 9 during Beta and Live and consider it during Discovery. Collate metrics and monitor the service with a holistic approach and report results to build government’s view of its services landscape.
Adhere to Criterion 9 across the Service design and delivery process to promote continuous improvement.
Questions for consideration
- What attributes are currently being measured?
- What do existing results say about the service or opportunity?
- What is the story that the data tells us?
- How have results changed over time?
- What service improvements are necessary?
How to apply criterion 9
Guidance to monitor your service
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To meet criteria 9 of the Digital Service Standard, refer to the Digital Performance Standard. The Performance standard is an extension of criteria 9 of the Service Standard.